Customer Service Banking Specialist-Remote (11am-8pm ET)

CSI•Remote - North Carolina, NC

2d•Remote

About The Position

In the Customer Service Banking Specialist role, you will directly support the Apiture Digital Banking platform, serving as a trusted problem‑solver for our customers and users. You will respond to issues through calls, chats, tickets, and emails, diagnose production‑level issues, identify trends, and collaborate with internal teams and vendors to drive timely resolution. You will also serve as a strong voice for our users, partnering with the Product team to help make CSI more intuitive, effective, and user‑friendly. Why This Role Matters You help Drive Impact by ensuring customers experience reliable, seamless digital banking—enabling financial institutions to better serve their communities while continuously improving our platform through insight, empathy, and results.

Requirements

Associate's degree or equivalent relevant experience.
2 plus years of customer support experience working directly with customers in a support or service capacity.
Excellent communication and organizational skills.
Ability to thrive in a fast‑paced environment requiring constant prioritization; strong written and verbal communication skills
Ability to remain effective under pressure and navigate tight deadlines.
Ability to make decisions and exercise discretion when appropriate.
Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.

Nice To Haves

Banking/Fintech.
Comfortable with technology and open to learning and adopting new tools.

Responsibilities

Respond to helpdesk tickets promptly, prioritize incoming issues, develop effective workarounds, and clearly communicate resolutions to impacted users.
Perform thorough research using available tools, documentation, and data to identify root causes and drive effective resolutions.
Handle incoming calls and chats in a professional, friendly, and resolution‑focused manner that builds trust and confidence.
Partner with Product, QA, and Development teams to ensure systemic issues are addressed in alignment with severity, priority, and business impact.
Follow CSI and Apiture policies, standards, and procedures to ensure accuracy, security, and compliance.
Create, update, and maintain Support knowledge‑base content to improve efficiency and self‑service.
Perform other duties as needed to support team and organizational success.